IVR Lead/Architect

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Why MResult?

Founded in 2004, MResult is a global digital solutions partner trusted by leading Fortune 500 companies in industries such as pharma & healthcare, retail, and BFSI. MResults expertise in data and analytics, data engineering, machine learning, AI, and automation help companies streamline operations and unlock business value. As part of our team, you will collaborate with top minds in the industry to deliver cutting-edge solutions that solve real-world challenges.

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What We Offer:

At MResult, you can leave your mark on projects at the worlds most recognized brands, access opportunities to grow and upskill, and do your best work with the flexibility of hybrid work models. Great work is rewarded, and leaders are nurtured from within.

Our values Agility, Collaboration, Client Focus, Innovation, and Integrity are woven into our culture, guiding every decision.

What This Role Requires

In the role of IVR Lead/Architect, you will be a key contributor to MResults mission of empowering our clients with data-driven insights and innovative digital solutions. Each day brings exciting challenges and growth opportunities. Here is what you will do:

Key Responsibilities

• Lead the design, development, and deployment of IVR, voicebot, and chatbot solutions.
• Collaborate with business stakeholders and technical teams to define requirements and deliver intuitive self-service experiences.
• Ensure integration of IVR systems with telephony, CRM, and backend data sources.
• Oversee testing, QA, and documentation for all IVR-related projects.
• Continuously optimize IVR flows based on analytics and user feedback.

This role is ideal for a technically skilled leader who thrives at the intersection of customer experience, automation, and conversational AI.

Primary Skills (Must Have)

• IVR System Design & Development: Proven experience in designing, implementing, and maintaining IVR solutions, including call flow mapping, script writing, and menu optimization.

Voicebot & Chatbot Architecture: Hands-on experience building and integrating conversational bots for voice and text channels.

• Telephony Integration: Deep understanding of telephony platforms (e.g., Genesys Cloud CX, Avaya, Cisco) and integration with CRM and backend systems.
• Speech Technologies: Experience with speech recognition, natural language processing (NLP), and VoiceXML/SRGS standards.
• API Integration: Ability to integrate IVR systems with RESTful APIs and external data sources for dynamic call flows.
• Testing & Quality Assurance: Experience in IVR testing, including test plan creation, execution, and reporting.
• Documentation: Ability to create and maintain clear documentation for IVR flows, scripts, and technical designs.

Secondary Skills (Good to Have)

• Omni-Channel Experience: Exposure to SMS, email, and chat integrations within contact center environments.
• Cloud Platforms: Familiarity with cloud-based IVR solutions (e.g., Genesys Cloud, Amazon Lex).
• Analytics: Knowledge of self-service and analytics solutions for speech-based interfaces.
• Methodology: Experience with Agile/Scrum methodologies and project tracking tools (e.g., JIRA, Microsoft Project).
• Vendor Management: Experience in managing third-party vendors for IVR and telephony solutions.
• Automation Tools: Experience with automation and testing tools like Cyara.

Additional Requirements (Must Have)

• Education: Bachelors or Master’s degree in IT, Computer Science, or related field.
• Communication Skills: Strong written and verbal communication skills for cross-functional collaboration and client interactions.
• Problem-Solving: Excellent analytical and troubleshooting skills with attention to detail.
• Leadership: Ability to lead technical teams and drive end-to-end IVR solution delivery.

Nice to Have

• Certifications: Genesys Cloud CX or similar platform certifications.
• Domain Experience: Background in specific domains like insurance or banking.
• UI/UX for Voice: Experience in Voice User Interface (VUI) design and usability best practices.
• Process Improvement: Knowledge of Six Sigma, CMMI, or similar methodologies for process optimization.
• Multi-vendor Environments: Experience balancing multi-vendor contact center solutions.

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Manage, Master, and Maximize with MResult

MResult is an equal-opportunity employer committed to building an inclusive environment free of discrimination and harassment.

Take the next step in your career with MResult — where your ideas help shape the future.